Customers were about three times more likely to use third-party GenAI than a company chatbot in their most recent service interaction, 23% against 7%

Buyer behaviour

Customer use of third-party GenAI vs company chatbots during service interactions

Customer use of third-party GenAI vs company chatbots during service interactions
What customers used	Share of customers (%)
Used third-party GenAI	23%
Used a company-provided chatbot	7%

Reader Note:: n = 3,566, all respondents. Company chatbot use has been statistically unchanged since 2022, while third-party GenAI use for service nearly doubled in the last year — that trend is stated in Gartner's text and is not visible in the chart, which shows only the current year. Gartner published this finding as a separate release on 8 July 2026 and references it here, so it is not on the source page itself.
Evidence:: Self-reported behaviour
Vendor interest:: Moderate — This comes from a company with a commercial interest in this market, so it is not a neutral source.
Sample:: Survey of 3,566 B2B and B2C customers, conducted in February and March 2026. Sampling method not disclosed in this press release.

Good for

A rough sense of size and direction, and deciding what to look at first.

Exact numbers, or saying that one thing caused another.
This comes from a company with a commercial interest in this market, so it is not a neutral source.
The source says how much it looked at, but not how any of it was chosen.

Gemini and ChatGPT lead AI shopping research in the U.S.; 64.0% of AI shoppers use two or more assistants

Share of AI shoppers using each AI assistant in the past 90 days
Assistant used in the past 90 days	Share of AI users (%)
Google Gemini	63.5%
ChatGPT	60%
Amazon's shopping assistant	27.5%
Walmart's shopping assistant	22.5%
Microsoft Copilot	22.4%

89.9%

of AI users on the online-shopper trend base said they verified the assistant’s recommendation before buying

60%–90%

of consumers’ value perception was explained by price perception across multiple subsectors in Deloitte’s regression analysis

Our Substack turns the data behind these cards into full breakdowns: what changed, why, and what to do about it.

38%

adoption increase in older populations after Dubai Smart ID used a calming tone and simpler biometric explanations in 2021

Only 36% of Gen Z call themselves price-conscious, vs 40% of Millennials, 45% of Gen X and 55% of Boomers

Share of each generation who describe themselves as price-conscious
Generation	Share who describe themselves as price-conscious (%)
Gen Z	36%
Millennials	40%
Gen X	45%
Baby Boomers	55%

86% of both Gen Z and Millennials say a smartphone is their most important device